“There was no debate regarding the fact that the Balanced Scorecard and Rembrandt [InsightVision] played an important contributing role.”

— Scott Heintzeman, Chief Information Officer, Carlson Hospitality

HIGHLIGHTS

Turn around from record low profits to highest in company history

Increased focus on quality of guest experience

OPPORTUNITY

Carlson Hotels Worldwide (CHW) manages a portfolio of hotel brands that includes Regent® International Hotels, Radisson® Hotels & Resorts, Park Plaza® Hotels & Resorts, Country Inns & Suites By Carlson®, and Park Inn® Hotels. They are one of the world’s leading hotel companies, operating in more than 915 locations in 96 countries.

Facing record low financial performance, senior management at CHW concluded a shift in priorities was necessary to turn around profits. They decided that to be successful, their primary activities and energies needed to be more directly focused on enhancing the guest experience. They elected to utilize the Balanced Scorecard methodology and InsightVision software.

SOLUTION

With the help of Insightformation and InsightVision, CHW developed a strategic plan to delineate specific actions to achieve maximum guest satisfaction. Using strategy maps, they refined efforts and clearly outlined to each employee their role in impacting overall business objectives. Through interactive Balanced Scorecards, they were able to quickly review and assess performance status to spend more time framing solution alternatives and actions. By the end of the first year, CHW had cascaded their strategy down to more than 50 scorecards, all managed with InsightVision.

RESULTS

The combination of InsightVision and the Balanced Scorecard methodology gave the entire CHW organization a cohesive sense of interdependence as they tracked progress towards their goals. Within two years of employing InsightVision, CHW dramatically turned around their financial performance, going from the worst performing years to the most profitable in company history.